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A simple booking change - how hard can this be?

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VC10

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So I had a reservation for this weekend SYD/HKG/BNE/SYD. After consideration about the situation in HKG, decided to push the booking back a few weeks. Achieved this (most basic) online transaction OK, apparently. Tried to generate the new itinerary - no luck. The system kept sending me the old itinerary. QF called me this morning and said there was a problem with the credit card details, so I gave them new information. As of 9.30 this evening I still can't get a new itinerary. Called QF FF number just now to be told they had a problem with the system.

Red Roo, if you see this, please pass on the following to AJ. Firstly, when I had a problem similar to this a year ago with VA, I was able to email John Borghetti direct (his email address is on the VA website) and had a call from his office first thing next morning and the problem was solved highly satisfactorily. Secondly, if said AJ is trying to keep costs down, the online product has to be robust and adaptive. Minimise human intervention and you save money. If you can't do it, outsource it to Amazon. Thirdly, take out all the Flash and other gubbins. I want a business like product which works.
 

OzEire

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In summary, the customer wants the business to provide their service, and fix things when they go wrong, as efficiently as possible.

+1 to that.

Any airline that can consistently do this will retain my business.
 

samh004

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I don't think the situation in Hong Kong is as bad as it's been made out to be. My mum was even considering heading down to join the protestors tonight.
 

VC10

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Probably both in this case..........
 

VC10

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Re the situation in HK - I'm sure you're right (I lived there for 8 years) but all of our engagements were in/around Central so really didn't need to deal with it and BTW I support the cause.
 
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GoldCanyon340

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I don't think the situation in Hong Kong is as bad as it's been made out to be. My mum was even considering heading down to join the protestors tonight.
Your mum sounds like she's got the right idea! I'm only sad I won't be up there again until January, otherwise I would have gotten my umbrella and headed out to Connaught Road myself. Beats seeing the laser show for the 683rd time.
 

samh004

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Your mum sounds like she's got the right idea! I'm only sad I won't be up there again until January, otherwise I would have gotten my umbrella and headed out to Connaught Road myself. Beats seeing the laser show for the 683rd time.
From last night as she was heading home, view of Connaught Road.

Edit: Don't know why it posted sideways.

IMG_1119.JPG
 

ComeFlyWithMe

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Quite annoyed I got back from HK last week or I'd be out there with them too. And how incredibly organised and polite have they been...
 

Red Roo

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So I had a reservation for this weekend SYD/HKG/BNE/SYD. After consideration about the situation in HKG, decided to push the booking back a few weeks. Achieved this (most basic) online transaction OK, apparently. Tried to generate the new itinerary - no luck. The system kept sending me the old itinerary. QF called me this morning and said there was a problem with the credit card details, so I gave them new information. As of 9.30 this evening I still can't get a new itinerary. Called QF FF number just now to be told they had a problem with the system.

Red Roo, if you see this, please pass on the following to AJ. Firstly, when I had a problem similar to this a year ago with VA, I was able to email John Borghetti direct (his email address is on the VA website) and had a call from his office first thing next morning and the problem was solved highly satisfactorily. Secondly, if said AJ is trying to keep costs down, the online product has to be robust and adaptive. Minimise human intervention and you save money. If you can't do it, outsource it to Amazon. Thirdly, take out all the Flash and other gubbins. I want a business like product which works.
Please send me a private message if you haven't received you itinerary overnight.

While I appreciate the inconvenience, it seems the subject matter experts are already working to resolve this without you having to escalate.

Our website is certainly critical to our business, and your comments about it needing to be robust and adaptive have been noted. It certainly has evolved over the past couple of years, and will continue to do so with the intension of being more intuitive to reflect both customer and business requirements.

Not all our customers travel for business, and I for one like the flash and gubbins...when they work. ;)
 

Mr_Orange

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So I had a reservation for this weekend SYD/HKG/BNE/SYD. After consideration about the situation in HKG, decided to push the booking back a few weeks. Achieved this (most basic) online transaction OK, apparently. Tried to generate the new itinerary - no luck. The system kept sending me the old itinerary. QF called me this morning and said there was a problem with the credit card details, so I gave them new information. As of 9.30 this evening I still can't get a new itinerary. Called QF FF number just now to be told they had a problem with the system.

Red Roo, if you see this, please pass on the following to AJ. Firstly, when I had a problem similar to this a year ago with VA, I was able to email John Borghetti direct (his email address is on the VA website) and had a call from his office first thing next morning and the problem was solved highly satisfactorily. Secondly, if said AJ is trying to keep costs down, the online product has to be robust and adaptive. Minimise human intervention and you save money. If you can't do it, outsource it to Amazon. Thirdly, take out all the Flash and other gubbins. I want a business like product which works.
Whilst there are some much more important comments in your post, the one I could not agree more with is about he removal of Flash from web sites. It is truly awful, often crashes browsers and is totally unnecessary. IMHO, it should be banned from the internet altogether.
 

VC10

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UPDATE

A week later and I still can't get an updated itinerary. The info in my online FF account is correct. Now about that CEO job - where do I apply?
 
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